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Sc Cleared Call Centre/ Service Desk Out of Hours

4 months ago

Peterborough, United Kingdom Global Technology Solutions Ltd Full time

SC cleared Out of Hours Call Centre / Customer Services/ Service Desk Analyst / Call Logger
- 1st line Support.
Office based in Hampton, Peterborough.
Our client are looking for sc cleared Call Centre / Customer Service/ Service Desk Analysts
The role is an initial 3 month contract with progression of extensions of contract and in the long term the client want to take everyone permanent
You will ideally have a minimum of 6 months -1 years experience working on a ticketed IT service desk in a level 1 role but this is not essential.
Applicants must hold current sc clearance.
Shifts - 10.5 paid hrs 20:00 to 08:00. 4 nights on and 4 nights off.
Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.
- 1st Line Support of Wintel / Retail and Hardware related incidents.
- Accurately log incidents and ensure all relevant data is captured whilst logging the incident.
- Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
- Proactively keeping Customers informed on incident or request status and progress.
- Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.
- Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
- Resolve >60% of incidents logged as a First Time Fix
Global Technology Solutions is acting as an Employment Business in relation to this vacancy..